ComplaintsforPillPack, LLC

Pharmacy

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Initial Complaint
08/26/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My doctor sent my prescriptions to Pillpack, and Pillpack sent them to me before billing my insurance. It turns out that one of my medicines is not covered by me new insurance. It is commonly available through discount programs for $20-$30, and Pillpack says their normal cash price is $39. Instead, they charged $1595.10. There was no advanced notice of this. When I called to called to complain the agent was as helpful as she could be, but was not able to immediately refund those charges. Instead, she had to refer it to a different department who would contact me at some point next week. I still have no confirmation of that.I want two things. First, I obviously want a refund-- there is no universe in which I should have been charged ***** times the standard price, and if I was going to be charged this price it needed some sort of authorization from me. Second, the refund by itself is not enough. You cannot take my money without authorization, hold it for a few days, wait for me to discover it, require me to spend an hour recovering it, and then tell me to wait for it. They need to pay me for the time I lost fixing what is very clearly their own error.
Business response
09/03/2024
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. We're unable to provide protected health or account information directly to the Better Business Bureau, but can confirm that PillPack has attempted to contact **************** about this matter to address his concerns, most recently on August 27, 2024. Should **************** have any further questions, we ask that he contact us directly by calling ************ or by emailing ********************************.
Initial Complaint
07/29/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Pillpack around 7/11/24 to place my august order on hold due to a prior auth delay on a medication I needed in the shipment. My order was placed on hold and I was told it would not ship until I called back to release it. I received notification YESTERDAY 7/28/24 that my order shipped without me releasing it and without the needed medication I was waiting on. I called pillpack today 7/29/24 and had a horrible experience. After being transferred and having to tell 3 different reps the same thing I was told there is no prior auth when on my insurance site it shows it was approved on 7/25/24. I told them to reach out to my insurance because it must be an issue in PILLPACKS system they told me I had the be the one to call which is BS. They even say on their website that they handle all doctor and INSURANCE communication so the patient doesn't have to. To make matters worse they are now saying I will have to pay FULL PRICE for another replacement shipment due to THEIR mistake. I told them that is unacceptable and they should be covering the cost since the order should have never shipped in the first place. I was then told that because one of my prescriptions is a controlled substance that THEY MAY NOT BE ABLE TO SEND A REPLACEMENT. I have health issues that prevent me for remembering to do things like take my medications. This is why I use pillpack in the first place. I forget to take my meds if I have tons of bottles sitting around. The shipment they sent me is useless without all the medications I need in it. I need a replacement shipment ASAP with ALL medications in it at no cost and I shouldn't have to be the one contacting my doctors or insurance to fix issues when pillpack claims they are full service and handle that for you. If they are not full service then they are falsely advertising that they are to vulnerable patients who use companies like pillpack because they can't mentally handle those types of things on their own.
Business response
08/06/2024
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. We're unable to provide protected health or account information directly to the Better Business Bureau, but can confirm that **************** has been in contact with the PillPack team, most recently on August 5, 2024, to address her concerns. Should **************** have any further questions, we ask that she contact us directly by calling ************ or by emailing *********************************
Customer response
08/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
06/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have asked for my copayments to be in record as approved regardless of the amount at least ***************************** approve everything individually and they only send it by email which gets buried and goes unseen. Most recently, they decided to not send my diabetes medication. I just cant understand why they make this so difficult. I just want my standing approval so I dont have to skip my medication ever again!!!
Customer response
06/20/2024
I was asked to approve a copay and I responded yes on June 2, 2024 but they still didnt send my diabetes medication, saying that I never approved it. I have asked them MANY times that they send my meds regardless of the price but they still continue to cause problems. Then when I told their text agent that I was filing a BBB claim, the agent ended our chat. Unbelievable! How do they treat customers this way and neglect diabetes medication?
Business response
06/21/2024
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. We're unable to provide protected health or account information directly to the Better Business Bureau, but can confirm that Ms. **** has been in contact with the PillPack team, most recently on June 19, 2024, to address her concerns. Should Ms. **** have any further questions, we ask that she contact us directly by calling ************ or by emailing ********************************.
Initial Complaint
05/06/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I switched primary care providers in November 2023. I notified PillPack of the change and changed the provider on each medication do that my new PCP would be contacted. PillPack showed that my new doctor would be contacted under each medication. When refills were required, PillPack contacted my previous doctor. I changed the provider again and contacted customer **********************. Customer ********************** verified that they had my new provider listed and would be contacting her in the future. Every month for the past 6 months, PillPack has contacted my previous doctor. I have been told that their system automatically contacts the last prescriber regardless of who is supposed to be contacted. I have now spoken with customer ********************** every month for 6 months and the issue is not resolved. I was recently put on an additional medication. I put it in the PillPack system and requested they contact my doctor for refills. The system informed me that my doctor had not responded. I contacted support and they informed me that PillPack couldn't obtain this medication and would not ship it even if they received a prescription. I was told that I should not have been able to add this medication and they should not have requested a prescription. This medication is still listed as awaiting a prescription. Each time PillPack needs a new prescription the system states they are reaching out to my provider. In under ***************************************************************** to contact my doctor. According to PillPack, they make 3 appempts to contact my provider before giving me that message. I have submitted requests for newly prescribed medications at 6pm. By 10am the next day I receive the message that my doctor was unresponsive and that I need to contact my doctor. Considering my doctor ****** was only open 2 of these hours, I would not call that unresponsive. This has happened over a dozen times in the past 6 months.
Business response
05/07/2024
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. We're unable to provide protected health or account information directly to the Better Business Bureau, but can confirm that ******************** has been in contact with a PillPack supervisor, most recently on May 5, 2024, to address her concerns. Should ******************** have any further questions, we ask that she contact us directly by calling ************ or by emailing *********************************
Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My family had no choice but to use this pharmacy because of our insurance. I had a credit on my account. After Jan. 1st, we switched pharmacies. A few days ago I get an email from PillPack saying they sent the credit back to my card. I emailed them back and told them I no longer have that card. They then said its not their problem, nothing they could do. They said I needed to contact my bank. I did. The banker said the funds would get bounced back to PillPack. I contacted PillPack again. They yet again, said it wasnt their problem, to contact my bank again. I did. The bank said its up to PillPack to reissue the refund either on my new card or with a check. I told PillPack this. Then they came back and said they spoke with my bank. PillPack then said they would issue a check but it would take about a month. I said fine, send me a check. I then get a response from PillPack that said theres nothing they can do, that they will not issue me a check when the email right before that said they would. So theyre basically telling me too bad so sad. The language in the last email didnt even make sense. Very unprofessional . I cant be the only person this has happened to. This is completely unacceptable. I have all the emails to back me up.
Business response
04/10/2024
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. We're unable to provide protected health or account information directly to the Better Business Bureau, but can confirm that a PillPack supervisor has been in contact with **************, most recently on April 9, 2024, to address her concerns. Should ************** have any further questions, we ask that she contact us directly by calling ************ or by replying to the email the supervisor sent on April 9.
Customer response
04/13/2024

Complaint: 21516149

I do not accept the business's response as a resolution to my complaint because it shouldnt take this long for a resolution. Nothings been resolved. Yes, an employee has been in contact with me but nothings been resolved. It also doesnt explain how one person tells me something and in the next email another person tells me something different. Then the next person says something else. Its ridiculous. A refund was sent to a non existing card. They tell me they have not received that money back and that its my problem, to go to my bank and get verification that I didnt receive the money. Its a nonexistent card, of course I didnt receive it! Making me jump through hoops. *** spoken to a couple bankers and they all said the funds WILL go back to PillPack. They didnt even ask if i wanted it refunded, just sent it without asking if that was ok.

Sincerely,

***********************
Business response
04/23/2024
Thank you for bringing this reply to our attention. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that a PillPack supervisor has been in contact with **************, most recently on April 23, 2024, to address her concerns. Should ************** have any further questions, we ask that she contact us directly by calling ************ or by replying to the email the supervisor sent on April 23.
Customer response
04/25/2024

Complaint: 21516149

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

***********************
Customer response
04/25/2024
The company emailed and called me on Tuesday April 23rd. They claim the funds that they sent to a nonexistent card has not bounced back to them yet. They want me to jump through hoops to fix THEIR mistake. Then one employee tells me they would issue a check for the refund then the next employee says no. I attached documentation to prove it. They issued a refund back to me without asking if that was ok. The card no longer exists! Multiple bankers told me the same thing, that if the destination is not valid, the funds bounce back to the send. Common sense. They expect me to take even more time to go to the bank to get documentation that I did not get the funds. Do they really think that I would go to such lengths over $9.00? As if Im trying to s**** them over for $9.00. Ridiculous. Dealing with this company is ridiculous.
Business response
04/29/2024
Thank you for bringing this reply to our attention. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that a PillPack supervisor has been in contact with **************, most recently on April 23, 2024, to address her concerns. Should ************** have further questions, we ask that she contact us directly by calling ************ or by replying to the email the supervisor sent on April 23. Unfortunately PillPack is unable to provide additional information or details directly via the Better Business Bureau regarding this matter.
Initial Complaint
11/28/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Around Nov 10, 2023, I spoke to a supervisor at Pill Pack and told me that all my meds would be transferred to *** as per my request not all of them were sent so I went online and chatted with Pill Pac on their web page I was told *** would have to call them and ask for the meds well *** has called them 2 times and I sit here now still without my meds 2 of them are blood pressure pills. I wonder why it's so hard. Today I went online to pill Pac web to chat and asked for a supervisor and was told that they don't have one today. I want my meds sent to ***
Business response
12/04/2023
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that in response to this complaint, a PillPack supervisor contacted Ms. ****** on November 29, 2023 to address her concerns. Should Ms. ****** have additional questions, we ask that she contact us directly by calling 855-745-5725 or by emailing [email protected].
Customer response
12/04/2023

Complaint: 2*******

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I was told once again that *** has to call pillpac well they call 2 times already PillPac when contacted alway says to have *** call again standard reply

Sincerely,

****** ******
Business response
12/08/2023
Thank you for bringing this reply to our attention and for providing PillPack with an opportunity to respond. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that Ms. ****** has spoken to a PillPack supervisor on multiple occasions to address her concerns. When speaking with a PillPack supervisor, Ms. ****** was also given information regarding PillPack’s transfer policies. Should Ms. ****** have additional questions, we ask that she contact us directly by calling 855-745-5725 or by emailing [email protected].
Initial Complaint
11/09/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My order for Nov 8 - Dec 7 was incorrect and was not what I ordered. Supervisors **** (10/30), and ****** (11/7) both stated by phone this would be refunded. To this day I have not been refunded. I was charged $45.08 on October 23rd. ****** (billing specialist) and ****** (billing specialist / supervisor on billing department) both denied the refund.
Business response
11/13/2023
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. ********************** does not provide protected health or account information directly to the Better Business Bureau, but can confirm that ************** has been in contact with PillPack, most recently on November 9, 2023, to address his concerns. Should ************** have additional questions, we ask that he contact us directly by calling ************ or by emailing *********************************
Customer response
11/13/2023

Complaint: 20845338

I do not accept the business's response as a resolution to my complaint because:
The issue is unresolved. I am yet to receive my order. No one has been in contact with me to resolve.

Sincerely,

***********************
Business response
11/17/2023
Thank you for bringing this reply to our attention and for providing PillPack with an opportunity to respond. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that a PillPack representative sent an email with additional information regarding the status of ****************** request on November 9, 2023. Should ************** have additional questions, we ask that he contact us directly by replying to the aforementioned email or by calling ************.
Customer response
11/17/2023

Complaint: 20845338

I do not accept the business's response as a resolution to my complaint because: Still no contact from the business and still my order has not been fulfilled.

Sincerely,

***********************
Business response
12/04/2023
Thank you for bringing this rejection to our attention and for providing PillPack with an opportunity to respond. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that a PillPack supervisor contacted ************** on November 29, 2023 to address his concerns. Should ************** have additional questions, we ask that he contact us directly by emailing ******************************** or by calling ************.
Customer response
12/05/2023

Complaint: 20845338

I do not accept the business's response as a resolution to my complaint because: PillPack has made no effort to resolve the issue. My order is still unfulfilled. I have not received an expected timeframe for completion from the business.

Sincerely,

***********************
Business response
01/11/2024
Thank you for bringing this rejection to our attention. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that the order in question has been put on hold per the preferences ************** shared with PillPack. Should ************** have additional questions or concerns, we ask that he contact us directly by emailing ******************************** or by calling ************.
Customer response
01/17/2024

Complaint: 20845338

I do not accept the business's response as a resolution to my complaint because: The issue remains unresolved. PillPack has made no effort to resolve. Please close this case as unresolved.

Sincerely,

***********************
Business response
01/29/2024
Thank you for bringing this rejection to our attention. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that the order in question has been put on hold per the preferences ************** shared with PillPack. Should ************** have additional questions, we ask that he contact us directly by emailing ******************************** or by calling ************
Initial Complaint
11/02/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 27, 2023, I received a package from PillPack, but to my dismay, it did not contain any of my prescribed medication. Instead, the package included only paperwork and ice packs. I initially assumed it was an isolated incident, but to my astonishment, the exact same situation occurred on October 31, 2023, with the second delivery. I have pictures as evidence of the packages I received, both on October 27 and October 31, 2023, clearly showing the absence of medication and the presence of only paperwork and ice packs. However, Pillpack has indicated that they are conducting their own internal investigation in order to move forward with further replacements. Please look into this situation as it’s very concerning. I was charged for a medication that I never received.
Business response
11/06/2023
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that *** ****** has been in contact with PillPack directly, most recently on November 2, 2023, to address her concerns. Should *** ****** have additional questions, we ask that she contact us directly by calling 855-745-5725 or by emailing [email protected].
Customer response
11/06/2023

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: Indeed, PillPack has reached out to me, but regrettably, the matter remains unresolved, and I am still awaiting the product I have paid for.

Sincerely,

******* ******
Business response
11/10/2023
Thank you for bringing this reply to our attention. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that *** ****** has been in contact with PillPack directly since our initial response, most recently on November 7, 2023, to further address her concerns. Should *** ****** have additional questions, we ask that she contact us directly by calling 855-745-5725 or by emailing [email protected].
Initial Complaint
10/12/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Amazon pillpack is a fraudulent company. Amazon pillpack has a rule that if any medications are over $50. They will call and /or email a request for approval before processing medication. This practice was ignored and when I requested a refund. I was told sorry we will not issue a refund even though we did get approval before processing. The medication I'm being charged for I receive free through the pharmaceutical Co. This is so disheartening being as though I'm on a fixed income. These people steal from you please be aware. $170+ dollars gone for medication I don't need.
Business response
10/13/2023
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that a PillPack Billing Specialist has been in contact with Ms. ******, most recently on October 10, 2023, to address her concerns. Should Ms. ****** have additional questions, we ask that she contact us directly by calling 855-745-5725 or by emailing [email protected].
Customer response
10/13/2023
This complaint was not resolved on Oct 10 with Ms ****** as stated by Pillpack. These people violated their own policy and stole someone's money without proper authorization. They will do this again. Please beware. 170+ dollars taken. I have moved from Pillpack back to CVS. Anyone reading this should do the same.
Initial Complaint
09/22/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sep 21 received an auto shipment from PillPack which contained 2 medications that have been on pause for months. When I called to return them I was told I couldn't return them and I would be charged for the prescriptions. This happened when I first joined PillPack also. ******* ****** sent my information over and they just filled everything on the list even the ones that were inactive. PillPack does NOT have the patients interest in mind they are only pushing pills. And the gall to bill me for it anyway is why I am here. If a Pharmacist anywhere else did this there would be repercussions. And with the volume of business that PillPack is probably doing (******), I highly doubt a Pharmacist approved these prescriptions, or if they did they are negligent and should be held accountable.
Business response
09/25/2023
Thank you for bringing this complaint to our attention and for providing PillPack with an opportunity to respond. As a member of the Better Business Bureau, we take customer complaints very seriously. PillPack does not provide protected health or account information directly to the Better Business Bureau, but can confirm that in response to this complaint, a PillPack supervisor contacted *** **** on September 25, 2023 to address his concerns. Should *** **** have additional questions, we ask that he contact us directly by calling 855-745-5725 or by emailing [email protected].

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